Technical Support Engineering
Core
Senior technical leader for customers solving complex, strategic, and long-running Unified Communications and VoIP issues via phone and email.
Role type
Senior IC Technical Support Engineer (Unified Communications)
Builds
Incident management requests and customer success outcomes for enterprise clients
Domain
Telecommunications, Unified Communications, Cloud Services
Deliverable
client delivery
Required skills
SIP, VoIP, TCP/IP, DNS, QoS, VLANs, WAN protocols, Teams Admin Center, M365 Admin Center, Office 365 Authentication, Azure AD Connect, network capture/analysis tools (Netmon, WireShark)
Preferred skills
MS700, MS720 certifications
Technologies
Microsoft Teams, Office 365, Azure AD, Netmon, WireShark
Responsibilities
Troubleshoot and resolve complex customer technical issues involving authentication, network connectivity, messaging, and voice protocols; analyze event logs, component traces, and performance traces; create and maintain incident management requests; act as a subject matter expert for product configuration and voice protocols; collaborate with software engineering and product teams; lead or participate in building communities with peer delivery roles.
Seniority
Senior, hands-on IC